Housekeeping Department Staff Training Report - Maple Tree Hotel

This report focuses on the essential aspects of housekeeping training within the hospitality sector, specifically using Maple Tree Hotel as a case study. The report emphasizes the purpose of training, which is to boost employee productivity and align them with company standards. It outlines standard guidelines for 3-star hotels, highlighting the importance of the housekeeping department in maintaining cleanliness and ensuring guest satisfaction. The report details the organizational structure of the hotel, including the roles and responsibilities of different staff levels, from managerial to unskilled. It also covers the division of housekeeping staff into managerial, supervisory, and unskilled roles, along with their respective duties. The report explains Standard Operating Procedures (SOPs) and their importance in creating efficiency, consistency, and minimizing failures within the department. It includes a sample SOP for cleaning guest rooms and a shift checklist. Additionally, the report evaluates the impact of technology on housekeeping roles and discusses the importance of Total Quality Management and staff motivation strategies to achieve quality standards and improve employee engagement. The report concludes by emphasizing the importance of staff training in maintaining hotel standards and operational efficiency.

Table Of Content

Purpose of training
 The main purpose of training is to make employees more productive and task
oriented to meet company standards.
 Training sessions also very effective to keep maintained employee consistency in
the competitive market.
 For housekeeping staff training is essential because to maintaining a clean
facilities for clients and customers.
 Likewise, Ineffective or non- trained employee cannot full fill or meet the
company standards.
 The primary function of three star hotels is to provide the lodging accommodation
services to their potential clients.
 The reason behind, hospitality industry is meant to provide comforts to their
guests.

Standard Guidlines
 Guidelines
 Hotel should have minimum 25% units or rooms are available for visitors.
 3 Star hotel should furnished with lobby area.
 24 hours internet services.
 Hotel should provides daily housekeeping services.
 Key self locking devices.
 24 hours laundry or guest services.

Importance of Housekeeping department
 Housekeeping Department of hotel is very complex, it requires strict action on
cleanliness which is expected by clients.
 Effective house keeping make hotel standards more attentive and effective in the
market.
 On the same side, housekeeping department is important to ensure proper
appliances, bringing items to guests.
 Housekeeping is play a crucial role for Maple Tree hotel to earn profit revenue.
 Besides, it is the most concerning department as well in the hospitality sector.
 Maple Tree hotel adopting hierarchical organisation structure which includes top,
middle and lower departments.

To be continued....
 Top level department includes owner, general manager who responsible to set
objectives and targets for the middle or lower level of employees.
 Middle level consists, financial director, front office manager, HR manager, Food
& Beverages, Sales manager or Logistics manager who responsible for taking
company goals and ensure the overall activities.
 Lower level includes cashier, waiter, security manager etc.

TRAINING

Roles and responsibilities of the
housekeeping department.
In hospitality sector housekeeping is the most essential department, Employees who
engaged with this department is responsible for many activities which is also very
effective to keeping business more smoothly.
Housekeeping staff has been divided into three parts as given below:
 Managerial : At Managerial level, executive, head of house keeper has involved.
 Supervisory : At this level employees might be floor supervisor, linen room
supervisor or may be assistant housekeeper.
 Unskilled : Unskilled employees includes, house person, Room attendants etc.

Duties
Duties :
Executives :
 Employees who appoint at executive level are responsible for cleanliness and
aesthetic upkeep of the hotel (Housekeeping Duties and responsibilities, 2019).
 Executives such as director of housekeeping can also appoint, inform about new
employee or fire employees as per their suitability. Executives also having duty to
ensure sanitation comfort for the hotel guest.
Deputy house keeper
 Deputy house keeper needs to check weather hotel all public areas are cleaned or
not.
 Prepare staff schedule and duty rotas.
 Ensure periodical staff schedule and duty rotas.

To be Continued...
Floor Supervisor
 Floor supervisors are responsible to solves the issue or conflict between employees.
 Floor supervisor is responsible to perform duty to co-ordinate employees and
maintaining the proper stock as well.
Night Supervisor
 Night supervisor is responsible to ensure floor security level of the hotel.
 Maintained proper coordination with front office staff.
Guest room Attendant
 Make sure all rooms are neat and clean.
 Change customer and bathroom linens.
 Make sure guest has regular supplies.

Explains SOP and its importance
SOP's for housekeeping departments
 All booked rooms should cleaned twice daily or as per the request by the guest.
 Clean the mess according to the procedure of removal of garbage from
dustbins.
 Guest room should always be clean and hygienic.
 Standard operating procedures shows the practices adopted by the different
department within the organisations.
 It contains specific needs of each department including policies, standards,
procedures etc. This overall practices helps to full fill the set objectives by the
department. S
 SOP can create efficiency in housekeeping department, bring consistency and
sustainability of product or services, minimize the chances of failure etc.

Importance of SOP
SOP facilitate communication
 Clearly mentioned written SOP is helpful to better communication process with
employees.
 With help SOP they can never forget about anything.
It helps to increase productivity
 People or employee who have had clear communication about the all expected
work or duties make his/her productivity level increased.
 Overall, SOP is time saving procedure that given good impact on working
performance.
 If company fails to adopt required SOP's for their house keeping department,
Maple Tree hotel fails to meet the hotel standards which directly impact on the
brand image in front of their clients.

Design a set of SOP
SOP for cleaning the Guest Room
 Keep Doors open when staff is cleaning the guest rooms.
 Keep open the patio door or the curtains.
 Make the bed arrangements properly.
 Replaced Previous bedspread with new one.
 Take the bed linen in an appropriate manner.
 Clean all shelf, chair, TV.
 Sanitise all mugs, glasses TV remote etc.

Design a shift checklist for the
housekeeping department
Checklist of housekeeping is very necessary to ensure all activities done. It helps to
maintained the proper arrangement and keep satisfied clients with the room
services.

Checklist for the housekeeping department

Evaluate the impact of technology on the
role
 Technology has given good impact on employee engagement in hospitality sector.
 New technology can help housekeeping department to make sure the scheduling
and route optimization more effectively.
 Through advanced technique, executive or head supervisor can easily track staff
through GPS and tracking, route optimisation into rapid manner.
 Technology helps to use digital lock or smart home control system.
 It provides client more safer environment, that helps to get customer high
satisfaction needs.

Design a Staff rota

Total Quality Management
Total quality engagement process or goals is the most essential process. Moreover,
Quality Standards
 Quality standards has to meet with the requirements of client needs.
 Maple Tree hotel needs to adopt proper checklist and ensure time to time about
the activities running in the business.
Checks and supervision
 Maple Tree manager needs to adopt proper checklist of the activities which
directly impact on the quality standards.
Records of damage or need for repairs
 This is the another step or implication that should be adopted by the company.
To make sure the proper activities and goals.

Importance of motivating staff
 In order to motivate staff members company, Maple Tree hotel needs to adopt
effective productive strategies and goals to communicate good outcomes and
results.
 Maple Tree hotel taking regular meeting with staff members to get the regular
feedback.
 This practices helps to motivate employees and make them more productive.

Conclusion
As per the presentation it has been described the overall
presentation related to the employee staff training to
housekeeping department.
That helps to maintained the hotel standards and operation working
department.

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Online references
Housekeeping Duties and responsibilities. 2019. [Online]. Available
through :<
https://www.bngkolkata.com/web/housekeeping-duties-and-respons
ibilities/
>.
Training session. 2018. [Online]. Available through
:<http://trainingtoday.blr.com/article/how-to-conduct-an-effective-
training-session/>.

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